FAQ
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What is wrong if you do not get a copy-orderform?
You will get an automatically generated order-copy in a very short time. It takes less than 5 minutes. So...... You must receive that copy in your e-mail box the same day! If you did not receive that copy, you can read these options. We can send a replace-copy any time you need it!
E-Mail errors:
* Your e-mail address is wrong. (mistake made at the form)
* Your e-mail box is full. (believe me.... happens all the time!)
* Your e-mail account is not available anymore or you blocked it for receiving bulk mail or Spam.
Why is my credit card not working?
The card is not set by the card company for use outside your own country is most likely.
How do you ship?
We ship 2 times a week in bulk. Depending the country we use Postal, divers shippers, TNT (combination of Dutch Postal) or what we think is the best for you.
(*) Shipper service outside the Netherlands must be signed for delivery at the door. Personal details on the parcels label must be corresponding with the original order and driver will ask for identification and signature.
Can you track and trace it?
Yes, if we use a courier service, we can. Regular postal not yet, but the Dutch postal-service is working on that. There are already tracing-codes on those packs.
How about the customs in the U.K.?
Every country has their own rules and we cannot change that. There will always be a risk. However the total is almost zero. We will not tell you how we ship, because also others are reading this.
What is the order amount to ship...is there a minimum or maximum?
There is no minimum order and no maximum order. However the site has on the order-script a minimum of 15.- Euro. But......see the above 'how about customs' and make sure that it is possible to ship. If you have a order of a small amount, the shipping cost is maybe to high. Bigger orders then the regular orders are only payable directly on our bank in the Netherlands.
Our advice is to check your local Customs office which quantities of goods you are allowed to receive. We take NO responsibility for orders which conflict with regulations in your country.
I want to send somebody else a present... is it possible?
That is what we do more often.
At 'Special message to us', you can type in special requests. Shipping to other address is possible. After entering your personal details, you find this extra button at the foot of the screen. Use the mouse to scroll down.
I want to add my personal compliment card. Can you do that?
Yes we can. Send it on a file to us and we can print it.
How about Havana's?
We ship Havana's. We only ship originals.... no counterfeits! (We know how to find them heh..heh) but in Europe all the good sales-outlets will never take that risk. They can be seized by customs. Please note that it is always a risk. However we will do all in our power to serve you...
I do not want to use my credit card... Is there another option?
Our site is safe and uses SSL secure servers, but you can also fax your credit card details to: +31 (0)20-6419641 or wire to our bank. Within EU you may send it by post in an envelope. Mail us about that and we will advice. There are some other options. Visit the Terms page and reed more about that in your preferred language.
Is a wire transfer expensive?
We think it is different for several countries! You have to pay for sending and we have to pay for getting it! A credit card is also easier. In the European area you can use the Euro-money and send it by post. Mail us about that and we will advice. Per country or area fees are different. ask your bank if needed.
Why do you charge a percentage on the credit card?
It is not allowed to give any discounts on tobacco products in Europe. Any discount on state banderole is not allowed. We do not overcharge the transport or cigars. We only charge the original cost...and we must!
I found some high priced cigars on the net. Yours are lower. Are they the same?
Yes.....If the brand or subbrand is the same. We know it happens and we do not mean grey import, because that is a normal situation. But if you buy a box in a shop for lets say Euro 15.00, or whatever amount is on the banderole, it is not legal to raise that price!! Most good shops will never raise a price.
Yes...if you are willing to pay! We can arrange DHL or UPS. Please do not forget this is Europe and a distance of 8200 miles! 24 hour service is expensive
Do you offer lower priced cigars? It's getting out of hand.
We have sometimes special offers with a discount of 42%, like Wild Havana, Cigarillos or Coronas. But only the dry-cured.
Is duty paid on all tobacco related products?
Products, which fall in a category of excise, are supplied with an original seal (banderole) placed by manufacturer or licensee. So the answer is yes.
I want to pay cash and I live in the USA.
Sorry... COD shipments are not available outside the Netherlands.
We have bought some pipes and we need filters, can you send them?
Yes, we have a special site for that. You can order them by visiting www.cigarwebshop.com/hilson
Do you ship Tax Free?
(*) Tax (VAT)free is only available for non-EU residents. A part of the original order will be used as invoice or VAT declaration. These documents will be shipped with your parcel. Be sure to call your local customs before you use this service.
